酒店英语课件（共3章）第一章FrontOffice（前厅部）

酒店英语Project

1

Front

Office前厅部目录Task

1Taking

Room

Reservations接受客房预订Task

2Offering

Concierge

Service提供礼宾服务Task

3Checking

in入住登记Task

4Serving

in

Service

Center总机服务目录Task

5

Exchanging

Foreign

Currency兑换外币Task

6Serving

in

the

Business

Center

andExecutive

Lounge商务中心和行政酒廊服务Task

7Checking

out退房Task

8Settling

Guest

Complaints处理客人投诉Brief

Introduction

to

the

Front

Office前厅部简介Front

Office

is

an

important

department1

of

a

hotel

that

directly

interacts2

with

the

customers

when

they

firarrive

at

the

hotel.

The

staff

of

this

department

is

very

visible3

to

the

guests.The

front

office

staff

handles

the

transactions4

between

the

hotel

and

its

guests.

The

staff

receives

the

guehandles

their

requests,

sells

hotel

products

and

services,

and

strikes5

the

first

impression6

about

the

hotel

iguests’

minds.

Thus

it

can

be

seen

that

the

service

and

management

level

of

the

Front

Office

will

have

a

directimpact

on

a

hotel’s

image

and

business

performance.The

Front

Office

is

usually

divided

into

five

smaller

sections,

such

as

the

Front

Desk,

the

Concierge7,

theService

Center,

the

Reservation8

Department,

the

Business

Center,

and

the

Executive

Lounge

in

a

five-star

hoteThe

staffs

working

at

the

Front

Desk

are

usually

called

receptionists9

who

are

mainly

responsible

forchecking

in,

checking

out,

exchanging

foreign

currency10,

selling

hotel

rooms,

and

so

on.The

staffs

working

in

the

concierge

can

be

called

bellmen11

or

the

airport

representatives12

according

tothe

division13

of

work.

The

concierge

is

responsible

for

offering

picking-up

service,

carrying

and

depositibaggage,

providing

information

about

the

hotel

and

the

city,

delivering

massage

and

mails,

and

so

on.Project

1Brief

Introduction

to

the

Front

Office前厅部简介The

staffs

in

the

Service

Center

are

usually

called

operators14

who

are

responsible

for

answering

andswitching

phone

calls,

offering

help

for

guests

by

phone.The

staffs

in

Reservation

Department

are

called

reservationists15

who

are

mainly

in

charge

of

dealing

with

akinds

of

room

reservations,

such

as

telephone

reservations,

online

reservations,

group

bookings,

and

so

onThe

Business

Center

mainly

offers

business

services

for

businessmen,

such

as

photocopying,

printing,

typing,translating

and

fax

service,

and

so

on.

The

staffs

working

in

the

Business

Center

are

usually

called

clerks.The

Executive

Lounge

is

a

section

that

is

mainly

responsible

for

receiving

VIPs

and

other

high-rankingbusiness

travelers.

And

the

staffs

working

in

the

Executive

Lounge

are

also

called

receptionists.Project

1Project

1New

Words1.

department/d

'pɑ

tm

nt/n.部门；系2.

interact/

nt

r

ækt/v.交流；沟通；合作3.

visible/

v

z

bl/adj.看得见的；可见的4.

transaction/træn

zæk

n/n.（一笔）交易；业务；买卖strikeimpressionconciergereservationreceptionistcurrencybellmanrepresentativedivision/stra

k//

m'pre

n//'k

nsie

//

rez

've

n//r

'sep

n

st//'k

r

nsi//'belm

n//

repr

'zent

t

v//d

'v

n/n.adj.v.n.n.n.n.n.n.n.给（某人以……）的印象印象礼宾部；委托代办服务预订接待员货币礼宾员代表有代表性的；典型的分工；分配；部门14.

operator/

p

re

t

(r)/n.接线员15.

reservationist/rez

've

n

st/n.预订员2.

in

charge

of掌管；负责Phrases1.

be

responsible

for3.

deal

with负责处理Project

1Special

Terms1.

Front

Office前厅部2.

Front

Desk前台3.

airport

representative机场代表4.

Service

Center服务中心5.

Reservation

Department预订部6.

Business

Center商务中心7.

Executive

Lounge行政酒廊8.

check

in入住登记9.

check

out结账离店ExercisesFill

in

the

following

form

according

to

the

passage.Project

1Names

of

the

smaller

sections

inthe

front

officeResponsibilities

of

each

section

in

thefront

officeHow

to

address

the

staffworking

in

different

sectionsFront

Deskchecking

in,

checking

out,exchanging

foreign

currency,selling

hotel

rooms,

and

so

onreceptionistConciergeoffering

picking-up

service,carrying

and

depositing

baggage,providing

information

about

thehotel

and

the

city,

deliveringmassage

and

mails,

and

so

onbellman

or

the

airportrepresentativeService

Centeranswering

and

switching

phone

calls,offering

help

for

guests

by

phoneoperatorExercisesFill

in

the

following

form

according

to

the

passage.Project

1Names

of

the

smaller

sections

inthe

front

officeResponsibilities

of

each

section

in

thefront

officeHow

to

address

the

staffworking

in

different

sectionsReservationsdealing

with

all

kinds

of

roomreservationsreservationistBusiness

Centerphotocopying,

printing,

typing,translating

and

fax

service,

and

so

onclerkExecutive

Loungereceiving

VIPs

and

other

high-ranking

business

travelersreceptionistTask

1Taking

RoomReservations接受客房预订Ⅰ.

Match

the

following

hotel

room

types

with

the

pictures.任务导入single

roomtwin

roomking

roomtriple

roomfamily

roomdeluxe

suitepresidential

suitesingle

roomtriple

roomⅠ.

Match

the

following

hotel

room

types

with

the

pictures.任务导入single

roomtwin

roomking

roomtriple

roomfamily

roomdeluxe

suitepresidential

suitefamily

roomtwin

roomking

roomⅠ.

Match

the

following

hotel

room

types

with

the

pictures.任务导入single

roomtwin

roomking

roomtriple

roomfamily

roomdeluxe

suitepresidential

suitedeluxe

suitepresidential

suite任务导入非内嵌在本机的视频文件，无法获取该视频文件。Ⅱ.

Watch

the

video

and

rearrange

the

following

working

procedures

for

accepting

guests.Ask

the

guests

for

reservation

informationConfirm

the

reservationGreet

guestsFill

in

the

reservation

recordExpress

your

good

wishesGet

the

detailed

information

from

the

guestsCheck

the

room

availability点击上方图片播放视频Theproceduresofreservation:

C_A_G_F_D_B_EⅢ.

Do

you

remember

what

the

clerk

asked

you

when

you

were

booking

a

room

at

a

hotel?

Watch

thevideo

and

try

to

list

the

questions

about

how

to

ask

this

information.任务导入知识储备Usually,

the

Reservation

Department

belongs

to

the

Front

Office.

But

in

some

hotels,

it

belongs

to

the

Salesand

Marketing

Department.

The

reservationists

ordinarily

work

from

8:00

am

to

8:00

pm.

Most

of

the

time

it

isthe

reservationists

who

take

telephone

reservations

for

guests.

But

the

receptionists

also

can

take

telephonereservations

for

guests

when

the

reservationists

are

off

duty.When

a

guest

makes

a

room

reservation,

the

following

information

should

be

got

from

the

guest:

guest’sname,

date

and

time

for

the

reservation,

room

type,

special

requirements,

and

contact

number.

Remember

to

tellthe

guest

the

room

rate

and

confirm

all

the

information

at

last.

Nowadays,

most

foreign

guests

would

like

tobook

rooms

by

email,

and

sometimes

they

confirm

their

reservations

with

the

hotel

by

phone.Background

Knowledge背景知识知识储备Key

Sentences

核心句子问候客人Good

morning/afternoon/evening.××Hotel,××speaking.早上好！/下午好！/晚上好！××酒店，我是××。How

can

I

help

you?/What

can

I

do

for

you?请问有什么能帮您的？获取客人姓名May

I

have/know

your

name,please?我能知道您的名字吗？Could

you

tell

me

your

name,please?您能告诉我您的名字吗？Can

you

spell

your

name,please?您能拼一下您的名字吗？询问客人抵店日期And

when

for,please?请问（房间）要预订哪天的？When

would

you

like

your

room,please?您什么时候入住呢？When

will

you

arrive

at

our

hotel?您什么时候抵达我们酒店呢？询问客人离店日期May

I

know

your

departure

date,please?请问您的离店日期是哪天？How

long

will

you

stay

with

us?您打算住多久？知识储备Key

Sentences

核心句子让客人等待Just

a

moment,please!/Hold

on,please!请稍等！I’m

sorry

to

have

kept

you

waiting.对不起！让您久等了。询问客人需要的房型并介绍房型What

kind

of

room

would

you

like/prefer?您想要订什么样的房间？We

have

standard

rooms,suites,deluxe

suites,and

presidential

suites

available.我们有标准间、套间、豪华套房和总统套房。为客人介绍房价A

suite

is

CNY

500

per

night

including

breakfast.

/

For

a

suite,

we

charge

CNY

500

per

nightwith

breakfast.

套房每晚500元，包含

餐。知识储备Key

Sentences

核心句子8．无法满足客人的用房要求I’m

sorry.I’m

afraid

there

is

no

suite

available.不好意思，我们没有可用的套房了。All

the

suites

are

occupied.所有套间都被订满了。But

fortunately,

there

is

a

deluxe

suite

available.

Our

deluxe

room

is

more

spacious

and

comfortable

andjust

50

yuan

more

than

the

suite.

How

about

a

deluxe

suite?但幸运的是，我们还有一间豪华套房。我们的豪华套房更宽敞更舒适，只比套房贵50块钱。豪华套房可以吗？All

the

rooms

are

reserved

on

that

day.那一天所有的房间都被预订了。But

we

can

offer

many

kinds

of

rooms

on

2nd,May.但是5月2日我们可以提供各种各样的房间。I’m

sorry,our

hotel

is

full.对不起，我们的酒店满了。Would

you

like

me

to

put

you

on

our

waiting

list

or

find

you

a

room

in

a

nearby

hotel?需要我把您列在等候单上或者帮您找个附近的酒店吗？知识储备Key

Sentences

核心句子询问客人对于房间的特殊要求Do

you

have

any

special

requirements

for

your

room?您对房间有什么特殊要求吗？获取客人的联系方式May

I

have

your

phone

number,please?您方便告诉我您的电话号码吗？确认客人预订信息Mr.

Smith,

you

booked

a

double

room

from

June

1st

to

June

5th

on

a

high

floor.

The

room

rate

is

CNY

500per

night

with

breakfast

for

two,

and

your

phone

number

is

1234567.

Am

I

correct?史密斯先生，您订了一个从7月1日到7月5日的高楼层双人间，房价每晚500元，含双人早餐，您的电话号码是1234567。我说的对吗？挂电话前表达感谢和期待Thank

you

for

calling.You

will

be

expected

to

be

here./We

look

forward

to

your

coming.感谢您的来电，期待您的光临。Dialogue

1Long-Distance

Call

Reservations长途电话预订Scene:

Harry

Smith

and

his

wife

want

to

spend

their

holiday

in

Shanghai.

Now

he

is

making

a

roomreservation

with

Hilton

Hotel

through

a

long-distance

call.H:

Harry

Smith

R:

ReservationistR:

Good

morning.

Hilton

Hotel,

what

can

I

do

for

you?H:

Good

morning.

I’m

calling

from

New

York.

I’d

like

to

reserve1

a

room,

please.R:

Yes,

sir.

May

I

have

your

name,

please?H:

My

name

is

Harry

Smith.R:

Thank

you,

Mr.

Smith.

When

for,

please?H:

I

need

a

king-bed

room

from

May

1st

to

May

5th.R:

Hold

on,

please.

I’ll

check

the

room

availability2.

Sorry

to

have

kept

you

waiting.

Wehave

a

king-bedroom

at

998

yuan

per

night,

a

king-bed

executive

room

at

1,288

yuan

per

night,

and

a

king-beddeluxeroom

at

1,588

yuan

per

night.

Breakfast

for

two

is

included.

Which

kind

of

room

would

you

like,Mr.Smith?情景对话H:

Please

arrange4

a

quiet

non-smoking

room

for

me.R:

No

problem,

Mr.

Smith.

May

I

have

your

contact

number

and

email

address,

please?H:

My

phone

number

is

6043773839

and

my

email

is

harry3030@.R:

Very

well,

Mr.

Smith.

A

quiet

non-smoking

king-bed

room

from

May

1st

to

May

5th.The

room

rate

is998

yuan

per

night

with

breakfast

for

two.

Am

I

correct5?H:

Yes,

exactly6.R:

We’ll

keep

your

reservation

till

11:00

pm

on

May

5th.

By

the

way,

would

you

like

toguarantee

yourreservation?H:

Yes.

But

how

should

I

guarantee7

it?R:

I

just

need

your

credit8

card

number

and

Card

Validation

Code

(CVC).H:

OK.

My

Visa

card

number

is

4581

2443

4758

1284.

The

signature

number

is

456.Let

me

repeat.

Your

Visa

card

number

is

4581

2443

4758

1284.

The

signature

number

isR:456.

Am

Iright?H:

Yes.R:

Is

there

anything

else

I

can

do

for

you,

Mr.

Smith？H:

No.

Thank

you.R:

Thank

you

for

calling,

Mr.

Smith.

You

will

be

expected

to

be

here

then.情景对话Dialogue

2No

Room

Available

for

Reservation无房可预订Scene:

Tom

Smith

and

his

wife

want

to

spend

their

holiday

in

Shanghai.

Now

he

is

booking

a

room

withHilton

Hotel

through

a

long-distance

call.T:

Tom

Smith

R:

ReservationistR:

Good

morning.

Hilton

Hotel,

how

may

I

help

you?T:

Good

morning.

I

want

to

book

a

twin

room,

please.R:

Yes,

sir.

May

I

know

your

name,

please?T:

Sure.

My

name

is

Tom

Smith.R:

Your

arrival9

and

departure10

dates,

please?T:

I

will

arrive

at

your

hotel

on

October

3rd

and

leave

on

October

10th.R:

Just

a

moment,

please,

Mr.

Smith.

I’m

sorry

to

say

all

the

twin

rooms

are

booked

up.You

knowOctober

is

a

peak

season.

But

fortunately,

we

have

a

vacant11

deluxe12

twin

suite13

available14.

Itis1,288

yuan

per

night

with

breakfast

for

two.

How

about

it,

Mr.

Smith?情景对话R:

Very

well,

Mr.

Smith.

May

I

have

your

telephone

number,

please?T:

Good.

I’ll

confirm15

your

reservation.

A

deluxe

twin

suite

from

October

3rd

to

October10th

for

Mr.Tom

Smith

at

1,288

yuan

per

night

with

breakfast

for

two.

Is

that

correct?T:

Exactly.R:

Anything

else

I

can

do

for

you,

Mr.

Smith?T:

No

more.

Thank

you!R:

You

are

welcome.

We

look

forward

to

having

you

with

us.

Good

day!T:

Good

day!情景对话Dialogue

3Confirming

Room

Reservation

by

Phone通过电话确认房间预订Scene:

David

Bellow

reserved

a

room

by

email

with

Hilton

Hotel

three

days

ago.

Now

he

is

making

a

phonecall

to

confirm

the

reservation.R:

ReservationistB:

David

BellowR:B:Good

morning.

Hilton

Hotel,

may

I

help

you?Hello.

I

booked

a

room

by

email

with

your

hotel

three

days

ago.

I

want

to

confirm

thereservation.R:B:R:Yes,

sir.

May

I

have

your

name,

please?Sure.

David

Bellow.Thank

you,

Mr.

Bellow.

Could

you

tell

me

your

confirmation

number

in

the

confirmationletter

from

our

hotel?B:R:B:R:Oh!

I

forgot.

Can

you

check

the

reservation

by

my

name?Yes.

Mr.

Bellow.

Could

you

spell

your

name,

please?D-A-V-I-D,

David.

B-E-L-L-O-W,

Bellow.Yes,

Mr.

Bellow.

We

have

your

reservation.

You

reserved

a

king-bed

deluxe

suite

fromApril

11th

to

April

15th

at

1,288

yuan

per

night

with

breakfast.

Is

that

correct?情景对话B:

Yes.

Thank

you.R:

Anything

else

I

can

do

for

you,

Mr.

Bellow?B:

Does

your

hotel

offer

pick-up

service?R:

Yes.

Our

airport

representative

will

pick

you

up

at

the

airport

and

help

you

carry

your

baggage

andescort16

you

to

our

hotel

vehicle17.

Then

our

hotel

vehicle

will

take

you

to

our

hotel

directly.B:

Sounds

good.

How

do

you

charge18

for

the

service?R:

We

charge

according

to

the

vehicle

you

choose.

For

the

Benz

class,

we

charge

258

yuan

per

person.And

Toyota

Coaster

is

200

yuan

per

person.

Which

one

do

you

prefer?B:

I’d

like

the

Benz

class.R:

Yes.

Mr.

Bellow.

May

I

have

your

flight

number

and

your

arrival

time?B:

EU2294,

arriving

at

Hongqiao

International

Airport

at

22:00

on

April

11th.R:

Let

me

repeat.

You

need

a

Benz

class

to

pick

you

up

at

Hongqiao

airport

at

22:00

on

April

11th.

Yourflight

number

is

EU2294.

Anything

else,

Mr.

Bellow？B:

No,

nothing

more,

thank

you.

Goodbye!R:

We

look

forward

to

having

you

with

us,

Mr.

Bellow.

Goodbye!情景对话情景对话New

Wordsreserveavailabilityrequirementarrangecorrect/r

'z

v//

've

l

'b

l

t

//r

'kwa

m(

)nt//

're

nd

//k

‘rekt/vt.改正；告诫exactlyguarantee/

g'zæk(t)l

//gær(

)n'ti

/v.n.n.v.adj.vi.adv.vt.预订

可用性要求安排正确的；恰当的调整；纠正错误准确地；恰好地担保；保证n.保证；担保；保证人；保证书8.

credit/'kred

t/n.信用9.

arrival/

'ra

v(

)l/n.抵达10.

departure/d

'pɑ

t

/n.离开11.

vacant/'ve

k(

)nt/adj.空的12.

deluxe/d

'l

ks/adj.豪华的13.

suite/swi

t/n.套房14.

available/

've

l

b(

)l/adj.可用的15.

confirm/k

n

f

m/v.确认16.

escort/

esk

t/v.陪同；护送17.

vehicle/

vi

kl/n.车辆；交通工具18.

charge/t

ɑ

d

/v.收（费）；（向……）要价情景对话Phrases1.be

expected

to

被期待做某事3.look

forward

to

期盼；期待2.

be

booked

up订满了Special

Terms1.

king-bed

room

大床房room

行政大床房2.

king-bed

executive豪华大床房4.credit

card安全码6.

Visa

card8.

arrival双人间抵店日期离店日期豪华双床套房11.

confirmation3.king-bed

deluxe

room信用卡5.Card

Validation

Code(CVC)维萨卡7.

twin

roomdate9.

departure

date10.deluxe

twin

suitenumber

确认码情景对话NotesHold

on

please,I’ll

check

the

room

availability.Sorry

to

have

kept

you

waiting.请稍等，我查看一下是否有空房。对不起！让您久等了！I

just

need

your

credit

card

number

and

Card

Validation

Code.我只需要您的信用卡号码及安全码（即信用卡签字栏中后三位数字）。You

will

be

expected

to

be

here

then.

期待您的光临。We

look

forward

to

having

you

with

us.Good

day!期待您的光临。Phrases

and

Words

about

Room

Reservation1.single

room

单人间2.

double

room双人房3.connecting

rooms

连通房4.

apartment

room公寓房5.handicapped

room

残障人士用房6.

deluxe

suite豪华套房7.no

show

预订但没来8.

cancellation取消预订9.guaranteed

reservation

担保预订10.

discount折扣情景对话for

the

reservation,

room

type,

special

requirements,

and

the

contact

way

of

the

guest.( )

4.

In

order

to

ensure

the

accuracy

of

the

reservation,

the

reservationist

should

confirm

all

theinformation

at

last.( )

5.

If

guests

want

to

guarantee

their

reservation,

they

should

give

their

credit

card

number

and

CardValidation

Code

to

the

reservationist.ExercisesⅠ.

Judge

whether

the

following

statements

are

true

(T)

or

false

(F).(

T

)

1.

Usually

the

Reservation

Department

belongs

to

the

Front

Desk.

But

in

some

hotels,

it

belongs

to

theSales

and

Marketing

Department.(

F

)

2.

Only

the

reservationist

can

make

room

reservations

for

guests.(

T

)

3.

The

necessary

information

for

a

complete

room

reservation

includes

the

guest’s

name,

date

andtimeTT情景对话1．信用卡3．大床房5．豪华双床套房7．确认函2．双人间4．行政大床房6．安全码8．抵店日期10．离店日期ExercisesⅡ.

Translate

the

following

terms

into

English.credit

cardking-bed

roomtwin-bed

deluxe

suiteconfirmation

letter9．预订（名词）

reservationtwin

roomking-bed

executive

roomCard

Validation

Codearrival

datedeparture

date情景对话ExercisesreservationⅢ.

Translate

the

following

sentences

into

English

and

practice

with

your

partner.我想订一间双人间。

I

w_a_n_t

t_o_b_oo_k_a

t_w_i_n

r_o_o_m_,

p_l_e_a_s_e_.您想要什么类型的房间？

W_h_a_t

k_i_n_d

o_f

r_o_o_m

w_o_u_l_d

y_o_u_l_i_ke_/

p_r_e_f_e_r_?

3．我们有大床房，888元一晚，包含早餐。W_e

h_a_v_e

k_i_n_g_-_b_e_d

r_o_o_m_s

a_t

C_N_Y

5_0_0_pe_r_n_i_gh_t_i_n_cl_u_d_i_n_g

b_r_e_a_k_f_a_s_t_.4．请稍等，我查一下是否有空房。H_o_l_d

o_n_,

p_l_e_a_s_e_,

I_’

l_l

c_h_e_c_k

t_h_e

r_o_o_m

a_v_a_i_l_a_b_il_i_t_y_.对不起，让您久等了。

S_o_rr_y_t_o

h_a_v_e

k_e_p_t

y_o_u

w_a_i_t_i_n_g_.我能知道您的抵、离店日期吗？

May

I

know

your

arrival

and

departure

dates,

please?

情景对话ExercisesⅢ.

Translate

the

following

sentences

into

English

and

practice

with

your

partner.我们的豪华套房更宽敞更舒适，只比套房贵50块钱。您觉得可以吗？

O_u_r

d_e_l_u_x_e

r_o_o_m

i_s

m_o_r_e

s_p_a_c_i_o_u_s

a_n_d

c_o_m_f_o_r_t_a_b_le_a_n_d

j_u_s_t

5_0

y_u_a_n

m_o_r_e

t_h_a_n

t_h_e

s_u_i_t_e_.

H_o_w

a_b_o_u_t

a_de_l_u_x_e

s_u_i_t_e_?非常抱歉，现在是旺季，所有的房间都被订满了。

I_’m

s_o_r_r_y_,

b_u_t

t_h_i_s

i_s

t_h_e_p_ea_k_s_e_as_o_n_a_nd_a_l_l

t_h_e

r_o_o_m_s

a_r_e

f_u_l_l_y

b_o_o_k_e_d_.史密斯先生，您订了一个从5月1日到5月5日的套间，房价每晚888元，含双人早餐，对吗？

M_r_.

S_m_i_t_h

y_o_u_b_oo_k_e_d_a

s_u_i_t_e

r_o_o_m

f_r_o_m

M_a_y

1_s_t

t_o_M_a_y

5_t_h_.

T_h_e

r_o_o_m

r_a_t_e

i_s_C_N_Y

5_0_0

p_e_r

n_i_g_h_t

w_i_t_h

b_r_e_a_k_f_a_s_t

f_o_r

t_w_o_.

A_m_I

r_i_g_h_t? 感谢您的来电，期待您的光临。

T_h_a_n_k

y_o_u

f_o_r_ca_l_l_i_n_g

a_n_d_w_e

l_o_o_k

f_o_r_w_a_rd_t_o

y_o_u_r

c_o_m_i_n_g_.

Ⅳ.

Listen

to

the

record

and

repeat

the

sentences

you

have

heard.Task

2OfferingConcierge

Service提供礼宾服务Ⅰ.

Determine

whether

the

following

statements

are

the

concierge’s

dailytasks

or

not.任务导入Get

to

know

the

guests

to

suggest

the

best

activities

and

events,

as

well

as

to

make

it

a（

F）1.Meet

the

guests’

needs

by

assisting

them

with

all

kinds

of

requests

(e.g.

reservations,sightseeing

tours,

or

tickets

to

special

events).（ ）

2.FClean

the

rooms

for

guests.（ ）

3.TAct

as

a

point

of

contact

between

the

guests

and

the

establishment.（）

4.Tpersonalized

experience.（ ）

5.TProvide

guests

with

any

information

about

the

hotel,

the

surrounding

area,

and

the

city.（ ）

6.TWork

alongside

other

departments

to

better

assist

guests.（

F）

7.

Settle

guests’

complaints.Ⅱ.

Watch

the

video

and

discuss

the

following

questions

with

your

partners.任务导入What

do

you

know

about

conciergeservice?What

do

you

think

is

important

whenoffering

concierge

service?非内嵌在本机的视频文件，无法获取该视频文件。点击上方图片播放视频知识储备Concierge

is

an

essential

section

in

a

three-star

hotel

or

above.

Concierge

staff

is

the

first

batch

ofpeople

to

receive

guests

upon

their

arrival

at

the

hotel.

So

the

Concierge

is

kind

of

the

window

of

ahotel.

The

main

responsibilities

of

the

Concierge

include

offering

picking-up

service,

carrying

anddepositing

baggage,

offering

information

about

the

hotel

and

the

city,

delivering

massage

and

mails,and

so

on.

In

some

five-star

hotels,

there

is

a

golden

key

that

offers

the

butler

service

which

is

a

fullcourse

of

follow-up

service

for

in-house

guests.Background

Knowledge背景知识知识储备确认客人行李Are

these

your

baggage?这些是您的行李吗？How

many

pieces

of

luggage

do

you

have

in

all?您一共有多少件行李？So

you

have

got

altogether

four

pieces

of

baggage,haven’t

you?您一共带了四件行李，对吗？帮客人拿行李May

I

take

them

for

you?我来帮您拿，好吗？Let

me

help

you

with

your

luggage.我帮您拿行李。Allow

me,please.请让我来。Just

a

moment,please.I’ll

get

a

baggage

cart.请稍等，我去推个行李车。Key

Sentences核心句子知识储备Key

Sentences

核心句子3．带客人去房间I’ll

take

you

to

your

room.我带您去您的房间。Please

take

the

guest’s

lift

and

wait

in

your

room.请您乘坐客梯，在房间等候。I

will

take

the

staff’s

lift

and

bring

your

luggage

to

your

room

soon.我会乘工作电梯把行李送到您的房间。I’ll

be

right

up

there.我马上上去。This

is

your

room.这是您的房间。Follow

me,please.请跟我来。After

you,sir.先生，您先请。Please

watch

your

steps.请您留神脚下。知识储备介绍酒店及房间设施There

is

a…on

the

first/second

floor.在一/二楼有个……Here

is…这是……It

opens

from

10

am

to

10

pm.它从上午10点营业到晚上10点。提供帮助May

I

help

you?需要我帮您吗？What

can

I

do

for

you?我能帮您做些什么？

How

can

I

help

you?有什么可以为您效劳的吗？Is

there

anything

else

I

can

do

for

you?还有其他能帮您的吗？Key

Sentences核心句子Dialogue

1Picking

up

Guests

at

the

Airport机场接站Scene:

David

Bellow

has

just

arrived

at

Hongqiao

Airport.

He

saw

an

airport

representative

holding

a

pick-up

sign

with

Hilton

Hotel

on

it